Global IT Desk Support Specialist (Remote & On-Site)

DGH Recruitment Limited; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

DGH Recruitment Limited in London is seeking an IT Desktop Support Analyst/IT Support Specialist to join a leading global law firm on a permanent basis. You will provide remote support to colleagues worldwide, with on-site coverage on request.

The role uses ITSM (ServiceNow) for ticket logging, requires timely acknowledgement and updates, and involves escalation to 2nd line or external suppliers when necessary. Deputise for the senior IT Support Specialist during absences.

Qualifications

• MS Office 365 Suite (Outlook, Word, Excel, PowerPoint).
• Windows 10 basic familiarity.
• Mobile devices – iOS & Android.
• Basic understanding of networks (LAN, WAN, WAP, Cloud, IP).
• Microsoft Exchange Administration Centre.
• Microsoft 365 Admin Centre.
• iManage Work.

Responsibilities

• Provide remote support to colleagues globally, with desk side/on‑premise support when required.
• Log all requests in ITSM (ServiceNow) via phone, email, text, chat, or in person.
• Acknowledge tickets and respond within a reasonable time, even if not resolvable on first contact.
• Provide regular updates to requesters on ticket progress.
• Ensure tickets have appropriate categories, status, and priority.
• Open a Problem ticket for root cause analysis and coordinate with IT for a workaround or permanent solution.
• Escalate issues not resolvable due to knowledge/access to 2nd line or external suppliers; deputise for the Senior IT Support Specialist during absences.

Skills

MS Office 365

Windows 10

Mobile devices

Networking basics

Exchange Admin Centre

Microsoft 365 Admin Centre

Tools

Exchange Admin Centre

Microsoft 365 Admin Centre

iManage Work

Job description

DGH Recruitment Limited in London is seeking an IT Desktop Support Analyst/IT Support Specialist to join a leading global law firm on a permanent basis. You will provide remote support to colleagues worldwide, with on-site coverage on request.

The role uses ITSM (ServiceNow) for ticket logging, requires timely acknowledgement and updates, and involves escalation to 2nd line or external suppliers when necessary. Deputise for the senior IT Support Specialist during absences.